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Salary: USD 135,000 - 220,000 / annual
Formlabs is a 3D printing company serving over 50,000 industry leaders worldwide, including Apple, Google, Tesla, and NASA. The Global Services team handles technical support, field service, and self-service AI capabilities across the Americas, EMEA, and APAC regions.
This role reports to the Global Head of Services and owns cross-functional, high-stakes initiatives that span regions, teams, and functions. You will define ambiguous problems, build the business case, align the organization, and drive implementation. You'll own the AI and self-service strategy for post-sales customer experience and lead the team transforming how Formlabs delivers support. This role carries real operating responsibility with KPIs, headcount decisions, and weekly operating cadence.
Key responsibilities include:
- Owning two to three ambiguous, high-stakes initiatives simultaneously, from problem framing through implementation and change management (recent examples: rebuilding technical training for sales, service, and resellers; owning the AI roadmap for customer support; standing up service capabilities for new product launches)
- Running day-to-day execution for a team with real KPIs, headcount decisions, and weekly operating rhythm
- Building data-driven analysis to settle cross-functional debates, modeling trade-offs, and presenting recommendations that survive scrutiny
- Working across Product, Sales, Supply Chain, and Systems without formal authority to drive decisions
- Representing Services in executive forums with the C-suite, documenting analysis and presenting cases
This role provides a clear path toward regional and global leadership of the services organization. Services touches every Formlabs customer, meaning problems are real, feedback loops are short, and you'll have direct access to executive leadership. The company promotes from within, and this role is designed as a step toward senior leadership.
REQUIREMENTS:
- 3+ years in management consulting, business or revenue operations, strategy, chief of staff roles, or an operating role at a fast-growing hardware or technology company
- Track record of owning something ambiguous end-to-end, with ability to articulate what happened after the recommendation, not just what was in the initial deck
- Ability to build long-term roadmaps and dive into technical details of customer escalations to resolve quickly
- Strong quantitative skills: build your own models, skeptical of your own numbers, can explain complex trade-offs in three sentences to someone with ten minutes
- Genuine interest in leading people (prior management experience not required, but must want to develop it)
- Willingness to get close to actual work; best leaders have troubleshot technical issues themselves and engaged directly with end customers
BONUS:
- Consulting experience at Bain, McKinsey, or BCG, ideally with service operations or hardware clients
- MBA from a top program or equivalent experience from a high-growth operating role
- STEM degree
- Experience in customer support, field service, or post-sales at a high-performing hardware tech company
- SQL, Python, R; comfortable building with AI coding tools
- Direct people management experience
